Under the supervision of Help Desk Management, provide support for the firm by identifying, troubleshooting and resolving technical problems, answering how-to questions and accommodating administrative requests. The Helpdesk Analyst needs to work effectively and efficiently with others throughout IS and the firm to deliver the objectives of the department and the firm.

Principal Duties and Responsibilities

• Provide professional and friendly support to users via telephone, email and through other channels as necessary across a broad array of technologies implemented at the firm.
• Understand and execute standard operating procedures and approval/escalation policies put in place.
• Offer problem recognition, research, isolation, resolution and follow up steps for all reported issues.
• Record clear and detailed written information about support work in Service Now.
• Make effective use of available tools and resources to provide quality support and enable the firm’s delivery of services to its clients.
• Communicate with customers to ensure their needs are met and that they are satisfied with the quality of service provided.
• Collaborate with other IS personnel to ensure we provide high quality service and support at the Helpdesk.
• Ensure the team’s key performance indicators are met.
• Assist other IS departments in the effective delivery of the services they provide, including testing, project task work and more.
• Maintain awareness of potential system-wide issues, and act according to the needs of any particular situation, alerting others in IS as necessary.
• Handle additional responsibilities as assigned.

Job Specifications

• Minimum three years of experience in the area of Technical Support, law firm experience preferred.
• Ability to troubleshoot and resolve problems effectively and in a timely manner.
• Ability to prioritize tasks accurately and balance the demands of multiple concurrent tasks efficiently and effectively while maintaining a professional and courteous manner.
• Ability to quickly absorb new technology and procedures to ensure consistent support and service in an evolving environment.
• Must be able to work well with others.
• Must be detail oriented and organized.
• Certification in the firm’s core applications preferred.
• Outstanding verbal and written communication skills required.
• Ability to work independently as necessary.

Salary
$85,000 - $100,000